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文章论述了业务流程再造是基于信息技术、围绕顾客和价值、通过对企业基本业务流程的分析,对企业进行再分工,并在新的分工基础上重新设立组织机构。 相似文献
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物流企业业务流程再造的出发点是面向顾客的需求。物流企业业务流程再造是彻底打破传统劳动分工理论框架的基础,以快速反应来更快更好地满足顾客不断变化的需求。主要任务是对现有业务流程进行根本性反省、彻底地再设计。业务流程是由活动及活动间的逻辑关系、活动的实现方式及活动的承担者几个要素构成的。因此,彻底再设计就是通过对这些要素的重新组合,产生出更有价值的结果。如利用先进的信息技术重新构筑活动 相似文献
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文章以A公司财务共享服务中心账表核对业务流程为研究对象,利用Petri网技术构建账表核对业务流程模型,基于马尔科夫链对该模型进行量化研究,分析账表核对业务流程的不足,确定RPA优化的可行性.运用RPA技术对账表核对业务流程进行优化,引入账表核对机器人,提出新的账表核对业务流程方案,实现账表核对整体流程的自动化操作,并对优化效果进行分析.结果 显示,使用RPA对账表核对业务流程进行优化,不仅能够提高业务运行效率,降低时效工资成本,还能提高企业财务数据的质量,促进企业财务管控能力的提升. 相似文献
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本文根据H医院儿科门诊患者的病况,结合H医院的实际,运用ABC分类管理方法,对H医院儿科门诊就诊患者进行统计、初诊和分类,并应用于此门诊就诊流程中,使其提高此门诊就诊的效率,降低此门诊的成本,减少此门诊患者的就诊时间。 相似文献
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小琪 《中国质量技术监督》2012,(7):72-73
目前,许多传统品牌似乎受到了严峻的威胁:创建和维持一个品牌的成本不断提高,顾客对品牌的忠诚及追随度却在不断下降;零售商通过自有商标和厂家竞争,一些专卖店创造了他们自身的"商店品牌"……创建一个强大的品牌比以往任何时候都困难,但同时它的发展潜力却可能更高。一些优秀的公司认识到,品牌远不是产品上的一个名称,成功的品牌事实上包括整个业务流程,从原材料的选择到最终的顾客服务。而顾客购买的也正是这整个流程,而不仅是单项产品。此时,品牌管理就变得相当重要,它涉及到各个功能步骤,需要在整个业务流程的每个环节做出决策和行动。 相似文献
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通过对企业物流业务流程重组的必要性、重要性的分析,以物流业务流程重组的原则界定为切入点,运用TRIZ理论的"冲突矩阵"工具,分析RFID无线射频识别技术在物流业务流程重组过程的重要作用;从分析RFID技术的核心价值入手,借助探讨性应用案例,对RFID技术在汽车企业备件物流及其供应链管理领域中应用的科学工作方法进行了分析和探讨,对运用TRIZ理论工具来实现RFID技术的产业化应用前景作了展望。 相似文献
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服务失败不可避免,重新赢得顾客的有效途径就是通过成功的服务补救。关于服务补救属性的有效性,服务补救的相关研究得到了的研究结果不尽一致。本文考察服务补救属性对各种顾客满意所具有的影响效应。本文运用预期失验理论建立概念模型并提出假设,考察的服务补救属性为补偿和道歉。研究发现,补偿正向地影响服务补救预期失验水平、服务补救顾客满意、以及总体服务满意。道歉也能提高顾客的服务补救预期失验水平、服务补救顾客满意、以及总体服务满意。研究还发现,超额补偿与足额补偿所导致的总体服务满意没有显著差异。 相似文献
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基于PZB理论建立了一个6维度的BBS服务质量测评模型,并对此模型进行了实证检验,之后依据该模型对我国BBS当前服务质量与顾客满意度进行了实际测评。结果表明互动性是对BBS用户满意度影响最大的服务质量因素,而移情性对顾客满意度并无影响;互动性的提升是提高我国当前BBS服务质量的首要任务。 相似文献
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零售业服务质量不仅影响顾客满意度,还会影响顾客忠诚度。目前,国内对零售业服务质量的研究不仅限于服务质量量表的探索性研究,还涉及到对顾客满意度和忠诚度影响的实证研究。未来的零售业服务质量研究除了在多个业态方向继续深入外,服务质量量表的探索性研究也会加大力度,而服务质量与顾客满意度及忠诚度的关系会是研究的重点。 相似文献
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Zeynep Filiz 《Quality and Quantity》2010,44(4):793-805
Customer satisfaction is an important measure of service quality in travel agents. Customers’ perceptions about agents seem
to have been largely ignored by agent management in developing countries. The assessment of service quality provides an important
feedback for agents to assess and improve its service to its customers. The aim of this study is to develop a reliable and
valid instrument measure customer satisfaction in travel agents. A questionnaire to measure the service quality of travel
agents was used and a total of 217 customers in Turkey were interviewed. Factor analysis was utilized to determine the factor
structure. The instrument of the customer satisfaction developed in this study provides insights to the researches who study
the improvement of customer satisfaction with service quality of travel agents and decision markers. 相似文献
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在实践中,中国服务业发展迅速,但营销水平有待提高,很多管理人员对营销以及服务管理的理解有限。在理论中,对感知服务质量各个维度、顾客满意和顾客忠诚之间的关系讨论很多,尚无定论。实证研究发现,是顾客满意正向影响感知服务质量各个因子,而不是相反,说明基于交易的顾客满意会影响对服务进行长期综合评价的感知服务质量。只有忠诚度一个因子影响顾客忠诚,因此企业在培养忠诚顾客上应该有所侧重。顾客满意和顾客忠诚的关系被验证并非线性关系,在线性方程模型中未能验证成功。 相似文献
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Daniel H. Simon Miguel I. Gómez Edward W. McLaughlin Dick R. Wittink 《Managerial and Decision Economics》2009,30(1):27-41
Using store‐level panel data for a major supermarket company, we investigate the linkages between employee attitudes, customer satisfaction, and sales performance, while controlling for observed and unobserved differences across stores. We find that employee attitudes positively affect customer satisfaction with service but do not affect customer satisfaction with quality or value. Additionally, we find that customer satisfaction with service positively affects sales performance. Our results suggest that employee attitudes affect sales performance through their impact on customer service. Copyright © 2008 John Wiley & Sons, Ltd. 相似文献
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A supply chain is a series of customer and supplier relationships that extend throughout and beyond the company. It is an interwoven set of links that together form a chain supplying our customers in a seamless and integrated fashion delivering a high level of customer satisfaction. Supply chain management (SCM) integrates all activities so they are focused on customer satisfaction (both internally and externally). One of the things this article will attempt to accomplish is to provide a clear understanding of SCM's positive impact on customer service as well as on improving profitability, cash flow, product cycle times, and communication. Whether we go forward in the supply chain to the final end-user or backward in the supply chain to our supplier's suppliers, SCM will significantly improve our ability to serve our customers. 相似文献
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基于KPI的第三方物流客户服务质量评价模型 总被引:1,自引:0,他引:1
从影响第三方物流客户服务质量的企业内部和外部出发,基于KPI和感知服务质量模型,以顾客满意为评价准则,建立第三方物流客户服务质量概念模型和理论模型。通过该模型,改进和提高第三方物流企业客户服务质量,赢得客户满意。 相似文献
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Service profit chain and service climate research identifies the importance of employee attitudes and employee service behavior as mediating between organizational practices and customer satisfaction. While the importance of employee attitudes and customer service performance are acknowledged, there are calls to more precisely specify proximal mediators between employee attitudes and customer satisfaction. We propose a model in which the relationship between unit-level organizational commitment and customer attitudes is not direct but mediated via employees' customer service delivery including queuing time, serving time and service quality. We conducted a longitudinal unit-level analysis (N = 39) aggregating employee (N over 893) organizational commitment and customer (N over 1248) satisfaction data, and customer service behavior drawn from organizational records. Our model received reasonable support from basic tests of the predictive associations between unit-level organizational commitment, customer-relevant employee behaviors and customer satisfaction; however, organizational commitment was not found to be an important predictor in more rigorous change analyses. The findings as a whole therefore suggest that organizational commitment is a feature of units delivering fast, quality service, but its causal role is as yet unclear. 相似文献